What:

Ready a spreadsheet. Calculate the percentage of "alerts" that remain unresolved for a longer-than-acceptable period. Assess the percentage of negative social media reviews that receive a response. Determine how good you are at closing the loop. Start your investigation using the stats page.

Why:

Recovering frustrated customers drives revenue now and in the future. Of customers who post negative social media reviews, 96% have two or more failed service interactions. If companies close the loop effectively the first time, they save themselves public pain.

For MXM Customers

If you are an MXM customer, you can use the health check tab to see the percentage of alerts that have gone overdue. Simply select the health check tab and then select the subtab labeled engagement health